RECOVER YOUR ACCOUNT USING
Manual verification
To recover your account manually, we’ll need to verify your identity using your Driver Licence, Photo ID or Passport. You'll need to take photos with physical copies of your ID. If you don't have a valid form of ID, please email us at support@up.com.au.
Step 1.
Tap ‘Recover your account now’, followed by ‘I’ve lost my recovery code’.
Step 2.
Select the form of ID you'd like to recover with.
Follow the prompts to take the necessary photographs with your ID.
Make sure all your details are clearly visible, not blurry and not obstructed. If you're having trouble taking the photo clearly, ask someone for help.
Step 3.
Select a new passcode and confirm it. This passcode will become active once your submission has been approved.
Step 4.
Your submission will be reviewed by our support team and you'll be notified of the outcome soon. You’re all done 👏